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    You just didn't read carefully: the sum of all the waiting times of the customers. And then it is explained clearly in the note.

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    You must accumulate all the waiting times: The first customer waits 5 minutes and the second waits 27 minutes. All this is in the description, please read it carefully, I'm not even sure I should answer you, I'm giving away the solution...

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    First customer is waiting 5 minutes, second is waiting 5 (of first customer) + 2(maintanance) + 20(his own waiting time).
    So accumulated time is 1 customer time(5) + 2 customer time(27) = 32

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    You must accumulate all the waiting times.